Why Social Media Customer Service Is the New Marketing

About This Episode:

Jay Baer, President of Convince & Convert, joins his own Social Pros Podcast to discuss “Hug Your Haters” and why 80 percent of businesses think they are delivering great customer service but only 8 percent of those customers agree.

In This Episode:

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Turn Haters Into Lovers

The vast majority of businesses are actually quite terrible at customer service when it comes to complaints/problems. You may think of those few times that the company really came through on a problem, but those one-offs are statistically not the norm. Given that a recovered customer can have 20 times the impact of advertising on sales, it’s high time for businesses to change their approach to haters.

With 13 months of research and 23 years of my marketing experience, this week’s episode delves into the topic of embracing disgruntled customers and winning them back to your side. By turning haters into believers, you can see an increase in sales and a jump in lifetime brand advocates on social and beyond.

In This Episode

How a quick and simple response leads to customer happiness

Why changing communication channels for a complaint means a lack of respect for your customers

How a well-managed public interaction with an angry customer leads to spectator advocates

Why saying “sorry” doesn’t always mean instant liability

Quotes From This Episode

“Speed isn’t the most important thing… Just showing up is the most important thing.” —@jaybaer

“We’re in an era now where customer service is a spectator sport.” —@jaybaer (highlight to tweet)

“Answering a customer complaint increases advocacy every time and in every channel.” —@jaybaer (highlight to tweet)

The Big Two:

Jay Baer

What’s your one tip for becoming a social pro?

Consistency is key to succeeding in social because success in anything is based on perspiration, not inspiration. It’s important to figure out what you want to do and then do that thing every single day. No flying by the seat of your pants or doing something when you feel inspired or driven to it… it’s a 10,000 hours kind of approach. It may not be as sexy as you want it to be, but it will get results.

If you could do a Skype call with any living person, who would it be?

I am all about movers and shakers. If there is one person out there who has disrupted not one… not two.. but three or four industries in a massive way, it’s Elon Musk. He would be a fascinating person to have a conversation with and as a new driver of a Tesla, it’s really two birds with one stone.

Hosted by:

Social Pros is one of the most popular marketing podcasts in the world, and was recently named the best podcast at the Content Marketing Awards. Listen for real insight on the real people doing real work in social media. You get the inside stories and behind-the-scenes secrets about how companies like Ford, Dell, IBM, ESPN and dozens more staff, operate and measure their social media programs.